Worst cover ever!

I have tried to claim twice. The first time I got a quote from a dentist of R10200, Stratum accepted an amount of R9000 towards the claim. However when it came to paying the claim they only paid R5000 and you cannot get hold of them and they dont reply on your emails... I also tried to submit a claim for a emergency root canal (which they supposedly cover), it was a Sunday and obvious Stratum is closed so my wife who had very bad pain went for an emergency root canal, afterwards I tried to claim and this is the response they sent me: "I have spoken to a manager and we have decided to override the stale claim. Unfortunately there was no authorisation for the root canal done." How do I get authorisation on a Sunday??? They say they cover emergency procedures as well but if you have an emergency I suppose you should wait a week for the approval first....